We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 121115 results
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Decision Reference DRN-4557214
17 Jan 2024 Premium Credit Limited UpheldConsumer CreditDRN-4557214 The complaint Mrs B has complained about a course she paid for using a running account credit agreement with Premium Credit Limited (PCL). What happened The circumstances of the complaint are well known so I won’t go over everything again in detail. But in summary, Mrs B entere... (5 pages)View decision -
Decision Reference DRN-4528628
17 Jan 2024 esure Insurance Limited UpheldInsuranceDRN-4528628 The complaint Miss O complains about esure Insurance Limited (“EIL”) and the service they provided after she made a claim on her motor insurance policy. What happened The circumstances of the claim and complaint are well known to both parties. So, I don’t intend to list them in... (3 pages)View decision -
Decision Reference DRN-4507180
17 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4507180 The complaint Miss P complains that British Gas Insurance Limited failed to correctly diagnose a leak when she made a claim under her home emergency insurance policy. What happened In November 2022, Miss P reported a leak to British Gas as she had water coming through her kitch... (3 pages)View decision -
Decision Reference DRN-4510119
17 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4510119 The complaint Mr J is unhappy with the way in which Admiral Insurance (Gibraltar) Limited handled a claim made on his travel insurance policy (the policy). All references to Admiral include its medical assistance team. What happened Whilst abroad, on holiday, Mr J injured his k... (3 pages)View decision -
Decision Reference DRN-4544339
17 Jan 2024 Rock Insurance Services Limited UpheldInsuranceDRN-4544339 The complaint Mr and Mrs G are unhappy that Rock Insurance Services Limited didn’t provide them with the opportunity to add a ten percent discount code they had when renewing their travel insurance policy. They’re also unhappy that an endorsement was added to the policy, increa... (2 pages)View decision -
Decision Reference DRN-4344208
17 Jan 2024 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-4344208 The complaint Mr L complains Capquest Debt Recovery Limited told him they’d acquired a County Court Judgment (CCJ) for his debt when they didn’t. And he says Capquest have used this information to get him to repay the debt which he doesn’t think is fair. Capquest have used agen... (3 pages)View decision -
Decision Reference DRN-4563208
17 Jan 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4563208 The complaint Mr C complains about poor customer service received by Shop Direct Finance Company Limited (SD) trading as very, when an item he ordered didn’t arrive on his catalogue shopping account. He’s also unhappy they recorded negative information on his credit file. What ... (5 pages)View decision -
Decision Reference DRN-4439300
16 Jan 2024 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-4439300 The complaint Ms W complains about the suitability of the advice she received from Zurich Assurance Ltd (Zurich) in 2000 to take out a free standing additional voluntary contribution (FSAVC) plan. She says she should have been made aware of the in-house options - namely additio... (7 pages)View decision -
Decision Reference DRN-4522049
16 Jan 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4522049 The complaint Mr C complains that Phoenix Life Limited (Phoenix) hasn’t been able to locate four missing pension policies he took out in the 1990s and has relied on insufficient evidence when saying they may not exist. Mr C is represented in bringing this complaint. But for eas... (6 pages)View decision -
Decision Reference DRN-4562920
16 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4562920 The complaint Mr K complains that National Westminster Bank Plc blocked his current and his savings account. After access had been restored, it then closed both accounts. What happened Mr K held a personal current account and a savings account with NatWest. On 17 January 2023 N... (2 pages)View decision
